What are the responsibilities and job description for the Digital Experience Analyst position at Liberty Mutual?
This role may have in-office requirements based on candidate location
Join the Customer Experience (CX) & Service team within Telematics Product Design & Experience and play a central role shaping the digital customer experience for RightTrack, a telematics product. As the Senior Digital Experience Analyst, you’ll translate customer feedback and data into clear, high-impact product and CX improvements—partnering across product management, UX/UI, data science, research and analytics to drive experiments, define CX metrics, and deliver measurable program outcomes.
What you’ll do
- Own the RightTrack app experience from a CX perspective: act as the primary liaison between Product Managers, Data Science, UX/UI, Research and other partners for telematics RT app questions and initiatives.
- Turn data and customer insights into action: synthesize qualitative feedback and quantitative signals to create recommendations for the app CX, define hypotheses, and help inform prioritization.
- Design and support experimentation: propose, scope, and coordinate A/B tests and other experiments to assess improvements and measure impact.
- Inform CX metrics: establish meaningful KPIs for the telematics app experience and program outcomes and monitor performance with partner teams.
- Translate across audiences: collaborate with technical teams to develop analyses and communicate approach/findings to non-technical business partners.
Who you are:
- Analytical thinker with the ability to partner with technical teams on data-driven analyses and translate results into actionable recommendations for business audiences.
- Strong written and verbal communicator with proven ability to influence stakeholders across functions.
- Collaborative and detail-oriented; comfortable managing multiple analyses, requests, and priorities simultaneously.
- Self-starter who takes ownership of initiatives and drives cross- functional alignment.
Ideal candidates will have:
- Familiar with UX/usability concepts or experience working closely with teams in a digital product environment (UX/UI, product management, or data SMEs).
- Hands-on experience running A/B tests and/or leading experimentation.
- Prior experience in digital CX roles, mobile app product analytics, or telematics.
Why you’ll love it:
- Smart, thoughtful, and fun team that operates like a mini startup.
- High-impact work that directly improves our telematics customer experience and related digital platforms.
- Cross-functional collaboration with outstanding product, design, analytics, and data science teams.
- Opportunity to drive outcomes for an innovative customer-facing program while seeing your work in action!
How to apply: If you’re excited about making digital experiences better through thoughtful analysis, experimentation, and collaboration, we want to hear from you. Please submit an application today!
Qualifications
- Bachelor's degree in mathematics, Statistics, Finance, Economics or Insurance preferred; or equivalent experience
- Approx 5 or more years related work experience
- Knowledge of insurance principles and concepts required
- Advanced analytical/problem solving and research skills
- Effective communication skills for writing reports/proposals and making presentations
- Ability to work independently and lead others during projects
- Knowledge of the business practices and processes
- Proficiency with spreadsheets and data base software
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers.
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
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